MS Aparthotel — Hotel in Oeiras

Summery:

Worst experience I ever had. Money is getting stolen; management is not ready to listen any complain and pretty cold reply.

Room phone and safe not working and no one to look into the issue.

Pros: Good view, having many amenities like swimming pool, Gym, Sona bath etc

I’ll try to detail the things step by step:

Saturday: We (me and 2 of my friends) checked in on Saturday for a business trip (office timings 9-8). My friend and I found that the safe of our room is not working. We complained to the front desk; one of the staff member looked into my friends issue and fixed it but no one care to check my room safe.

Sunday: On Sunday we went out and on coming back I noticed my room phone stopped working (as the safe was not working my money was in my bag). I again complained at the front office and they assured us they will look into both the issues on priority. We went to pool for some time and as we return one of the staff person was passing near my room on asking he mentioned he has checked the phone and instrument need to be replaced. He promised he will replaced it tomorrow (Monday). After few minutes I realized my bag was not in the positioned I left it in the morning; I went ahead to cross check the money and found ~60 Euro less. I checked all the pockets and done calculation of 1.5 day spending but still short of 60 Euro. I informed to the front desk on a lighter note and they reacted as nothing has happened.

Monday-Friday: I asked 3-4 times to get my phone fixed and every time I got guaranteed that it will be fixed today but no resolution. One day I was sitting in the lobby and hear another guest talking about their safe not working; one of hotel staff has taken the faulty safe from there room sometime back but haven’t returned yet. (not sure what was the resolution of the issue as I left shortly form there).

Saturday: Phone and safe is still not fixed. Being Saturday I left for some sight seen before leaving I took all the money with me but left 85 euro in my bag. I returned in the evening and as I planned to go for dinner I checked my money; and to my surprise nothing was there in my bag.. all gone.. I was stunned.. I quickly reached to front desk and inform the incident. Again the reaction was stoned.. I asked them to set a meeting b/w me and office manager; I got a reply that office manager is not available on the weekend and I need to wait till Monday; but I can register complain over the email. They also assured me that they will check the CCTV camera footage. I done the same but as expected (by now my expectation were getting fine tune with the hotel management) I didn’t get any reply.

Sunday: Left with no cash; and it’s very hard to live on credit card in Lisbon; but tried to manage.

Monday: When asked on Monday morning Manager was busy and not available. I requested them to set a discussion on Tuesday, and is possible ask manager to reply to my email. Again no reply.

Tuesday: Skipped my breakfast to meet the manager. A lady came (don’t want to mention the name here); listen all the problem and told me that I should have used the safe… I recalled her that I complained her that it was not working and I had informed the front desk the same. She told me that she will talk to her staff and update me. In noon I got her email that he checked with the staff manager and they informed that someone had helped me with operating the safe at the time of check-in. She also mentioned that one of the staff has checked the safe and it’s working. I replied that its my friend who got help on check-in and not me. But didn’t get any reply

Wednesday: I somehow able to meet to manage again and this time to my biggest surprise: Sir we have checked and safe of your room and it’s working. We can’t do more than this. You can take any action you want.

With this treatment at least I won’t be coming back again to the hotel again and advise everyone to avoid SolPlay and in case you have to than keep in mind that the stuff you are leaving in the room is on your...

I am writing following a 4-night stay at MS Aparthotel Lisbon. ||The reason for my visit was attendance at a 2-day professional development event organised by a pan European organisation. The event organiser booked 2-nights accommodation for the group (including me) with MS Aparthotel Lisbon. 31st October and 1 November 2024.||I wanted to do some sightseeing, so arranged a personal stay also with MS Aparthotel Lisbon for 29th and 30th October. 2 days prior to the work event, ||Not wanting to move rooms during my stay, I emailed MS Aparthotel Lisbon explaining that I would like to stay in the same room throughout the 4-night stay. The hotel replied it had no information about me with regard to 31/10 and 01/11.||Days 1 to 3. I arrived as planned 29/10. The check-in wasn’t great. The receptionist was alone at the front desk and was busy was other queries. When I eventually got to the front of the queue, the response to my query about staying in the same room was that despite my advance email, the room had been booked out and I would have to move during my stay. Hmm...||The Receptionist asked if I would like to book breakfast which was extra. I did have breakfast the following morning and immediately went to the front desk to pay for it, as the breakfast room lady said it was pre-payment only. After taking payment, the receptionist said she had made a mistake and charged for two breakfasts, rather than one. I asked for a refund. She said this would be no problem. And I left that with her believing the matter to be closed.||Day 3, The Mid-Stay Move. I had to check out of one room and into another. I asked the Receptionist if the erroneous charge for breakfast had been refunded and the response was that I should check my account. Hmm.. I did so only to discover there was no refund. I said this and she said it would be sorted out. Again I left believing things were in hand. ||Day 4. Before taking the taxi to the airport I made one final attempt to find out what was going on with the refund.||Someone who appeared to be the receptionist manager or supervisor came out and said that there was a problem processing the refund and the reception desk could not do it. ||I said I was surprised that no one had contacted me to explain that as I had believed the matter was in hand and being dealt with. The supervisor gave me a blank look, handed me a card with an email on it, and said I would need to write to the finance department who would deal with it. The email on the card didn't fill me with much confidence it was for the finance department as the card read "Recepsao | Front Office". There was no name on it. Again a lack of transparency. My expectations were that;||Staying in the same room should have should have been possible or options offered. Overcharging for breakfast: A simple apology? The refund: I expected a good deal more transparency and care with other people’s money. The Reception desk could have updated me as to the status of the refund. A processing problem might have benefitted from having a policy in place for such things. That could have been shared with me. As part of that, an update from someone at the hotel would have provided some assurance that the matter was being dealt with.||None of these things happened. Instead, the general attitude in the Reception was that the customer was a problem and should just go away. don't think ||Needless to say, I left the building with no intention ever to return to the country nor any of the MS...

Management & owners take note! Increasingly disappointing - most reception staff need retraining and the product has deteriorated.

Positive elements: The gym is good. The service provided by Pietro on reception is excellent. In our opinion he should be at least the Supervisor/Manager. It should be the benchmark service for others.l - who fall very short of good service compared to basically anywhere else we hzve travelled. He is always positive towards us and appears to want to provide the best service. The maintenance people were excellent. The grass areas are good and the hotel is dog friendly to an extent. We have been travelling for two years around Europe and stayed in many many hotels throughout Portugal, Spain, France, Italy, Switzerland (and others) both 4 star and 5 star. Our opinion is an informed one and management should pay attention - as we are unlikely to return again without significant improvement.

Negative elements: Unfortunately all other staff at the hotel do not provide good service to a client that has spent €40000 to €50000 at the hotel over the past few years. There is no consideration for that and the product has gotten worse. Anyone expressing positive opinions is uninformed or less experienced. The attitude is generally terrible. We were given a rate for a few days by Isabelle of €167 and then when we went to extend and we were told €250, even though we would be likely staying for at least another month & possibly up to 3 months whilst we finalise the purchase of a property. We have never seen such a lack of business sense. Why a business would not be at least open to offering a continued rate of €167 for 1 to 3 months is madness to me. Then Beatrice, a so-called supervisor, offered €180, like she was doing us a favour. Absolute stupidity. Essentially the poor quality of front office staff and poor training means that the hotel has lost from €5000 to €15000 of additional revenue. the owners of this company need to get a grip of this. It’s just NOT good business to throw revenue away & good customers. Reception/front office staff do not seem to care at all.

We never eat in the hotel - the food is of very poor quality. The lunch and dinner menu needs to be revisitied to provide quality product. We can't even have coffee in the morning, so have to go nearby to a cafe to get a proper coffee from a bean to cup machine. The air-conditioning almost never works. Need to call maintenance frequently.

The hotel is from the 70’s & you feel it. Someone needs to turn on the extractor fans on the roof for the cooking stoves at about 5am each morning. Each morning the 4th & 5th floor clients will hear someone walking over the stones on the roof - very loud indeed.

The parking can be a nightmare. As a customer that spends thousands of euro at the hotel (or has to date), you will get treated like customers that simply want to use the pool for a few hours. Absolute lack of common sense from staff calling a good customer to move their car when its having no impact on anyone else....